Customer Communication and RelationshipPurpose
1.2. Reduce manual workload, ensure no inquiries are neglected, and provide consistent, multi-channel communication across SMS, email, social media, and messaging platforms.
1.3. Track inquiry status, escalate high-priority leads, and analyze response effectiveness for process optimization and upsell opportunities.
Trigger Conditions
2.2. No customer response within a defined period (e.g., 24 hours post-reply).
2.3. Follow-up scheduled based on custom business logic (priority, time zone, channel preference, lead source).
2.4. Lead status updated to ‘pending’, ‘interested’, or ‘needs follow-up’.
2.5. Manual trigger by agent or triggered by CRM status change.
Platform Variants
3.1. Twilio SMS
• Feature/Setting: Use Twilio Programmable SMS API; configure webhook on new inquiry, enable outbound SMS, personalize via Variables ({{name}}, {{inquiry_id}}).
3.2. SendGrid
• Feature/Setting: SendGrid Marketing Campaigns or Mail Send API; configure dynamic templates triggered via API, set subject lines and content blocks to update on inquiry details.
3.3. HubSpot
• Feature/Setting: Workflow Automation; trigger sequence on new contact property set (e.g. “Booking Inquiry”), define follow-up steps (email, task, notification).
3.4. Salesforce
• Feature/Setting: Process Builder or Flow; define rule-based triggers on Opportunity/Lead status, send emails via Salesforce Email Alerts.
3.5. Zoho CRM
• Feature/Setting: Workflow Rules; trigger follow-up task or message when Lead/Contact added or status updated.
3.6. Pipedrive
• Feature/Setting: Workflow Automation; trigger email follow-ups and reminders when deal is created or modified.
3.7. Mailchimp
• Feature/Setting: Customer Journey Builder; define entry on list signup or tag, configure scheduled follow-up campaigns.
3.8. Intercom
• Feature/Setting: Series Automation or Operator Bots; auto-send messages after form submission or event trigger.
3.9. Zendesk
• Feature/Setting: Triggers & Automations; generate automated email or ticket follow-up 24h after inquiry ticket creation with macros.
3.10. Slack
• Feature/Setting: Workflow Builder; trigger direct messages to assigned agents or channels on new inquiry, schedule reminders.
3.11. WhatsApp Business API
• Feature/Setting: Message templates; send follow-up messages via approved WhatsApp templates, triggered by API call.
3.12. Facebook Messenger Platform
• Feature/Setting: Send API; configure webhook on inquiry, auto-send follow-up message with user profile personalization.
3.13. Gmail API
• Feature/Setting: Use Gmail API to automate draft/sent follow-up emails, trigger from filtering labeled inquiries.
3.14. Outlook Graph API
• Feature/Setting: Use Microsoft Graph API to automate follow-up emails and set calendar reminders for agents.
3.15. Google Sheets + Apps Script
• Feature/Setting: Script time-based follow-ups based on new spreadsheet row or status column; auto-send emails.
3.16. ActiveCampaign
• Feature/Setting: Automations; trigger multi-step follow-up sequences when contact added to list or tag applied.
3.17. Freshdesk
• Feature/Setting: Automations; use Time Trigger rules to schedule and send follow-up messages/tickets.
3.18. Aircall
• Feature/Setting: Call Activity API; send post-inquiry follow-up SMS/email triggered by missed call or voicemail.
3.19. Calendly
• Feature/Setting: Webhooks + Workflows; initiate follow-up emails after inquiry form completion or scheduling event.
3.20. Telegram Bot API
• Feature/Setting: SendMessage API; trigger messages to users after booking inquiry via Telegram chat.
Benefits
4.2. Boosts customer conversion and satisfaction by personalizing timing and messaging.
4.3. Enables real-time monitoring, reporting, and refinement of follow-up strategies.
4.4. Optimizes staff productivity and reduces missed sales opportunities.
4.5. Supports omnichannel communication, adapting to customer preferences.